Timetabling for Resolution of Claims
Standard procedure
STAGE 1 - FIRST REVIEW
We will notify the parties that we have received documents containing the relevant information relating to the dispute. The relevant consent of the Trader will be obtained (together with any fee payable).
STAGE 2 - SECOND REVIEW -WITHIN 7 DAYS OF THE REPLY FROM THE TRADER FOLLOWING NOTICE TO THE TRADER SET OUT ABOVE
We will supply a copy of the claim to the Trader and request a Response from Trader within 21 days. On receipt of the Response from the Trader, this will be known as the 'complete complaint file'. The Response from the Trader will be copied to the consumer.
STAGE 3 - THIRD REVIEW -WITHIN 7 DAYS OF RESPONSE FROM THE TRADER (AFTER ALLOWING 21 DAYS FOR THE TRADER TO RESPOND TO THE CLAIM AS SET OUT ABOVE)
The case is referred to an ADR Officer who will review the case. He/she will decide how the claim is to adjudicated and gives appropriate CASE MANAGEMENT Directions for compliance WITHIN 21 DAYS - Any CASE MANAGEEMENT directions issued by ADR Officer must be complied by the parties and any steps required are completed by the parties.
STAGE 4 - DECISION
Adjudication by ADR Officer WITHIN 14 DAYS of compliance and/or completion of the CASE MANAGEMENT directions by the parties as set out above.
Total anticipated days before Adjudication and decision 70 days or within 10 weeks from receipt of the claim.